Microsoft Network (MSN) Complaint - Unauthorized Charges
SEATTLE, WASHINGTON -- Three months ago, MSN started "cramming" internet access charges onto my Qwest phone bill. (I don't use MSN and have never used MSN). Phone calls to MSN and Qwest revealed that this is a result of a "BTN Mismatch," which means someone who used to have my phone number used to have an MSN account. Unfortunately, MSN "Customer Care" representatives are not able to correct the problem, nor are they able to refer me to anyone who can correct the problem. In fact, they can't refer customers to anyone; not even the supervisors are authorized to refer customers to someone who might be able to solve the problem. So, month after month, I call them and explain the problem again and again, only to be told to "wait until necxt month and see if it happens again." There inability to solve the problem is made worse by their so-called "Customer Care" policies, which seem designed only to frustrate the customer: their reps are not empowered to resolve issues, and they are not allowed to refere customers to someone who is empowered.
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